What is the significance of abandoned baskets?

[AbleMods]

I understand the concept that it's someone who was interested enough to add an item to the basket but at some point changed their mind.

But how do you use that information in AC7? The report doesn't show you the paths within the site the visitor travelled. So I don't really know what pages and/or content to evaluate. I can't tell if the checkout turned them off or the shipping estimator or what

Thoughts?

[compunerdy]

I was wondering the same thing.

[jmestep]

You could probably set up something in Google analytics to show that method--maybe by setting up a channel ending there or look at the top exit pages then backtrack on them.
We also use the abandoned basket report to daily send an email to customers with abandoned baskets and give them a $5 coupon to come back and use.

[AbleMods]

but my abandoned basket is all anonymous users so I can't really send them anything.

How I would tie the two together?

[jmestep]

That might be partly the difference between 5.5 and 7. In 5.5, when items were put into the basket, they were added to the orderitems table. There were still anonymous users, but if someone had gone far enough to put in the email, we send them an email.

Basket items in 7 appear to be in a different table- I'm not sure at what point the user info gets picked up.

[Shopping Cart Admin]

Hello,

Mostly it's the one page checkout. In 5.5 the first action a user had to do was create a username and password, so they were no longer anon. In AC7 this has all changed with the OPC.

[AbleMods]

If I recall, the anonymous user paths are recorded via the page tracking.

Couldn't the abandoned baskets page just link the anon ID to the page tracking table?

[meer2005]

Is it possible to have able create a username and password automatically like it was in 5.5? or have the user account creation the first step of the checkout so we can capture these abandoned baskets at the first step with come contact data for the customer?


Something like:

Email:
Password
Retype:

<Continue>

Name
Company
etc...

Right now the user account creation doesn't look like it occurs until after the shipping has been calculated. If the customer doesn't like the shipping, and leave without entering a password, they remain anonymous to us. Even after they've entered a phone number, email, address, name, etc..

We're getting pretty much all abandoned baskets as anonymous, and that's with anonymous checkout disabled. From the looks of it, a user has to be logged in to register as a abandoned basket with customer actual data attached??? In 5.5 we would convert 4-5 abandoned baskets a day into orders by calling, emailing, or maybe offering a small discount to save the sale. That's up to 35 orders a week we're missing out on!

[Logan Rhodehamel]

If the customer has gotten to the point where they've input billing data, we should be able to link up their info with the abandoned basket. Let me check into that. Maybe the report just isn't helping you guys get to the right data that you need to salvage the sale.

[AbleMods]

Perhaps this is connected, but when page tracking is enabled the page view history is lost once the user registers with the site. Since the user already has an anonymous view history, AC7 should tie their anonymous history to their newly created register account.

Otherwise, I cannot tell what they were viewing prior to their purchase because their customer profile page view history is brand new and rarely shows more than the pages associated with basket/checkout.

[meer2005]

Any luck on tweaking this report?

[KVast]

I've been having this same issue. Due in part to the location of the email field in the checkout process, visitors are dropping off before we can get their email address. I can see what they had in their basket but have no means to contact them to try and reclaim the sale. At present it seems as though the only email addresses are from registered users who completed a purchase previous to their abandoned basket. I had one customer who purchased something two years ago and just visited yesterday with an upgrade, but abandoned his basket.

Through the abandoned baskets report I can see that this guy wants to upgrade his product and thus I can act on that, go get the sale. I would like to see more email addresses and less "anonymous" customers, absolutely.

[ozlighting]

I agree with Joe and KVast - I would definitely like to be able to email anonymous users to try and salvage the sale.

Kind regards,

Lance

[Robbie@FireFold]

This is an old thread but...

FireFold got a custom script written with an email button added into this report. We hit these reports 24 hours after the customer places something in their cart and does not purchase. We have had some response. Enough to make it worth it.

[ozlighting]

Hi Robbie,

what version of AC are you guys running? does the custom script pickup anonymous users (those without accounts)? Who created it for you?

Kind regards,

Lance

[mazhar]

Hi Robbie,

what version of AC are you guys running? does the custom script pickup anonymous users (those without accounts)? Who created it for you?

Kind regards,

Lance

Please check following thread
viewtopic.php?f=47&t=8817

[ozlighting]

Thanks Mazhar,

I did see this thread but I was assuming that the mod you posted in that thread still only reported on "registered" users that abandoned their carts. I am looking for a report that will allow me to contact anonymous users because I don't enforce account creation as part of the checkout - however by the time the user gets to the credit card input screen they have already entered their email address so I was hoping that there would be a way to contact them.

Kind regards,

Lance

[mazhar]

Hmm... yep If customer in this case we can trigger Email. I just updated the sample for this functionality so try updated files from related thread I mentioned above.

[ozlighting]

Hmm... yep If customer in this case we can trigger Email

Hi Mazhar, what do you mean by "if customer"? the people I am trying to target will not be customers because they would have cancelled their transaction before completion.

I tried the updated DailyAbandonedBaskets report that you posted but it didn't pickup the abandoned baskets of unregistered users who did not complete the transaction (i.e. abandoned their carts).

These are the steps I am following:
1. navigate to site
2. choose product
3. add to cart
4. click "checkout" button from mini-basket in right-hand column
5. enter billing address including email address
6. click "continue"
7. this brings me to the checkout page where I am supposed to enter my credit card details. At this point I close the browser window.
8. I open a new browser window and log on as administrator.
9. run Daily Abandoned Baskets report but no data is shown

Cheers,

Lance

[AbleMods]

The checkout process wouldn't be very anonymous if you could advertise the visitor when they didn't register nor completed the checkout process.

I would think you risk losing serious credibility with your site visitors by trying to do as you describe.

As far as AC7 goes, it doesn't store the data accumulated from the checkout process if the process is not completed.

[ozlighting]

Hi Joe,

I would like the Abandoned basket report to report on this scenario - regardless of whether I choose to customise in order to try and contact them and salvage a sale (or try gather feedback to improve my site).

based on Logan's earlier post:

If the customer has gotten to the point where they've input billing data, we should be able to link up their info with the abandoned basket. Let me check into that. Maybe the report just isn't helping you guys get to the right data that you need to salvage the sale.

_________________
Cheers,
Logan

and the posts of other AC users in this thread I don't think I'm the only user who would like to have some visibility of visitors getting to the checkout page and then abandoning the sale.

Cheers,

Lance

[mazhar]

Hmm... yep If customer in this case we can trigger Email

Hi Mazhar, what do you mean by "if customer"? the people I am trying to target will not be customers because they would have cancelled their transaction before completion.

I tried the updated DailyAbandonedBaskets report that you posted but it didn't pickup the abandoned baskets of unregistered users who did not complete the transaction (i.e. abandoned their carts).

These are the steps I am following:
1. navigate to site
2. choose product
3. add to cart
4. click "checkout" button from mini-basket in right-hand column
5. enter billing address including email address
6. click "continue"
7. this brings me to the checkout page where I am supposed to enter my credit card details. At this point I close the browser window.
8. I open a new browser window and log on as administrator.
9. run Daily Abandoned Baskets report but no data is shown

Cheers,

Lance

Sorry there were some typo in my previous post. All I want to say by the time user gets to credit card input screen they have already entered their email address. If this will be case with some abandon basket then system will be able to Email that anonymous user as well.

Now in order to produce some anonymous abandoned baskets visit your store, add few products to basket and then move to payment screen by entering your billing/shipping address information. Then close browser window and finally change your system date time month part for example AUG etc . Now open a new windows and login as admin and check abandoned baskets report.

[AbleMods]

and the posts of other AC users in this thread I don't think I'm the only user who would like to have some visibility of visitors getting to the checkout page and then abandoning the sale.

I certainly don't doubt there are others interested in it. The marketing potential is obvious. Solid statistical information could be gained passively through simple hit comparison between ~\Checkout\default.aspx and ~\Checkout\receipt.aspx.

I don't see anything in OnePageCheckout now that specifically updates the user record with data populated on the OPC page. OPC would have to be modified to take what checkout data is populated and write it to the anonymous user record. Then the abandoned basket report would need modified to include registered and unregistered basket data.

OPC can be modified, not a major modification. But the report data looks like it's in a compiled DLL

The only catch would be at least one postback would have to occur to give the server-side code a chance to write the data.